Product Expert at hearX Group

Job purpose: 

• Product Experts provide high quality first line support and remote care to a hearing care program being provisioned to service the market in the United States. They maintain high customer satisfaction and ensure customers are assisted with the information they require. Product Experts assist customers remotely via video and voice calls, texts, emails and messenger services. They troubleshoot basic issues with hearing aids, provide customers with support for the mobile application and any other query or information the Product Expert is able to. They ensure that customers' devices are operational and that the customers understand how to use and maintain their hearing aids and our Mobile application.

Minimum Requirements 
Education

• Matric (essential)
• Customer Satisfaction Certificate (desirable)

Experience 

• 2 years in Customer Support and Troubleshooting (or in a role requiring similar skills as listed herein)

Required nature of experience

• Customer relations and relationship management
• Telephonic and email support 
• Video calling experience (advantageous)
• Contact center experience
• Telephonic sales experience and high conversion rates (advantageous)
• Technical support experience
• Administration and record management
• Working in a digital environment

Skills and Knowledge (essential)

• CRM system experience 
• Telephonic sales and support skills
• Excellent English skills (written and spoken)
• Excellent communication ability and oratorship 
• Conflict management 
• Typing, spelling, grammar, comprehension

Other:

• Working hours Eastern Standard Time: 9am - 8pm
• Working shifts, four shifts a week 
• Monday to Sunday
• These working hours will change with daylight savings (in our summer months) to match the hours of 9am - 8pm Eastern Standard Time

Essential Competencies:

• Establishing Rapport
• Interacting with People
• Valuing Individuals
• Understanding People
• Convincing People
• Articulating Information 
• Showing Composure 
• Resolving Conflict 
• Examining Information
• Developing Expertise
• Adopting Practical Approaches
• Following Procedures

Important Competencies:

• Upholding Standards
• Generating Ideas
• Inviting Feedback 
• Making Decisions
• Thinking Positively 
• Managing Tasks
• Taking Action 
• Seizing Opportunities

Customer  Support 50%

• Answer any inbound calls and assist as far as possible.
• Maintain a high first contact resolution rate, without compromising customer care.
• Provide comprehensive troubleshooting and solve problems for customers to get the products working over either voice or video call, live chat, email or text message.
• Obtain and note quality information from the customers to allow for effective management of the relevant escalation.
• Escalate and assign queries correctly and with discretion for efficient resolutions.
• Offer our customers the best care by making appropriate call transfers, where the knowledge or skills of other team members are required.
• Ensure that the majority of Lexie users have gone through the onboarding process (where possible).
• Transfer/relay queries to the Lexie Expert, Fulfillment or Debtors team in a timely manner.
• Complete assigned CRM tasks for support calls to customers thoroughly and in a timely manner.
• Assist with outbound calling tasks as and when required/requested.
• Transfer all inbound sales calls to the RMs according to procedure.
• Upsell additional products to existing or (and prospective) customers. 
• Provide customers with relevant product or training information as required. 
• Provide good quality information to customers to ensure that the products meet their needs to minimize returns.

Customer Experience 30%

• Ensure customers have a positive view of hearX and Lexie/Go and the customer support team and processes. 
• Conduct business in a professional manner when communicating and interacting with customers to ensure customer satisfaction.
• Solve problems as effectively and efficiently as possible by reducing the time spent with each query.
• Liaise with Lexie Experts to improve customer satisfaction. 
• Maintain customer support KPIs at all times to ensure a high ‘customer effort score’ by going above and beyond for customers. 
• Gather customer feedback via post-call reviews and the Lexie Rewards program.
• Actively communicate with other staff members to ensure best practice customer satisfaction.
• Reinforce information provided on a call with texts and/or emails.
• Ensure a minimal to zero missed call rate.

Continuous Improvement 10%

• Liaise with the Continuous Improvement Audiologist to maintain the list of FAQs based on queries logged by customers; and the corresponding responses.
• Alert management to the needs and desires of our prospective and existing customers. 
• Provide customer feedback on product or training information to the Continuous Improvement Audiologist.
• Provide feedback to the Continuous Improvement Audiologist on the support material available that could be helpful to customers and staff.
• Actively participate in training activities and successfully complete training activities.

Quality & Compliance 10%

• Ensure communication is ethical and in line with Company Policy and provided training. 
• Maintain high QA scores, other KPI scores and customer satisfaction rate.
• Maintain absolute customer confidentiality and protection of personal information in accordance with regulations and procedure.
• Keep quality customer interaction logs complete and up to date, on any system, sheet or form as required in accordance with procedure.
• Ensure that the records reflect accurate representations of the customer interactions, and ensure that escalations are recorded with the optimal amount of information for effective and efficient resolution. 
• Ensure other required documents, reports and email accounts are up to date and accurate.
• Ensure proper knowledge is gained and kept on all regulatory, policy and procedural requirements.
• Positively adhere to all regulatory, policy and procedural requirements.